Digital CX Lead — AI-Driven Omnichannel Support

ECOonline Oy; Greater London; On-site; GBP 52,000 - 68,000; Full time

Benefits offered by this job

Generous PTO

Parental Leave

Health Coverage

Learning Paths

Team Wellness

Company Events

ERGs

Recognition Awards

Job summary

EcoOnline is transforming its Customer Experience function in the UK, focusing on digital channels and AI-assisted self-service to help customers access support quickly.

You will lead chat implementations, CSAT initiatives and data-driven improvements across omnichannel touchpoints, collaborating with Ops, IT, Product and Success teams.

We seek candidates with 3–5+ years in customer experience or digital support, a bachelor’s degree or equivalent, and a track record in SaaS environments.

Qualifications

• 3–5+ years in Customer Experience or Digital Support roles.
• Experience delivering digital engagement initiatives in SaaS or tech.
• Experience implementing CSAT, NPS or Voice of Customer programs.
• Degree or equivalent practical experience.

Responsibilities

• Lead implementation and optimisation of chat and digital support channels with AI-enabled capabilities.
• Design and deploy CSAT surveys and analyse feedback to improve satisfaction and experience.
• Own day-to-day optimisation of digital channels and self-service experiences.
• Collaborate with Support Operations, IT, Product and Customer Success to coordinate delivery.
• Support integration between support platforms and customer experience technologies.

Skills

Customer Experience

Digital Support

Stakeholder Management

Cross-functional Collaboration

Data Analysis

Education

Bachelor's degree or equivalent

Tools

Salesforce

Intercom

Amazon Connect

Job description

EcoOnline is transforming its Customer Experience function in the UK, focusing on digital channels and AI-assisted self-service to help customers access support quickly.

You will lead chat implementations, CSAT initiatives and data-driven improvements across omnichannel touchpoints, collaborating with Ops, IT, Product and Success teams.

We seek candidates with 3–5+ years in customer experience or digital support, a bachelor’s degree or equivalent, and a track record in SaaS environments.